Support Operations Associate I
About The Position
We are looking for a Support Operations Associate I to join our Alarm.com contact center. In this role, you will provide phone-based technical support for our dealers by helping them ensure devices in end user’s homes and businesses are functioning properly. Prior technical knowledge is not required; however, technical curiosity and a willingness to learn are key to your success in the role. Candidates without previous technical support experience are strongly encouraged to apply; we see great success in candidates coming from retail, food service, and hospitality industries that are looking to make a career change.
Requirements
- Strong customer service orientation and disposition
- Interest in technology (although prior related technology expertise is not required)
- Ability to work in multiple technical mediums simultaneously while remaining attentive to customer and their concern
- Demonstrated experience with logical thinking and problem solving
- Strong technical aptitude and computer skills (e.g., Web-based applications, Mobile applications, Excel, Word)
- Excellent written and verbal communication skills
- A self-starter who is able to operate independently, within a team environment
Nice To Haves
- Fluency in Spanish, French, or Portuguese is a plus!
- Bachelor’s Degree, preferred
- Phone-based support skills, preferred
Responsibilities
- Provide exceptional phone-based customer support regarding Alarm.com products and services
- Be inquisitive, logical, and persistent in developing troubleshooting steps to remedy any technical concerns and find solutions
- Be a positive and proactive problem-solver with the ability to think on your feet while providing excellent customer service
- Share knowledge within the team via documentation, on-going training, and participation in lab exercises and product testing
- Collaborate with other team members to ensure on-going improvements in quality and service
- Have fun in a stimulating and fast-paced environment in which you’ll never be bored and you're constantly learning
- Other duties as assigned
Benefits
- Medical plans with company subsidies
- Health Savings Account (HSA) with a company contribution
- 401(k) with an employer match
- Paid vacation that increases with tenure
- Paid holidays
- Wellness time
- Paid maternity and bonding leave
- Company-paid disability and life insurance
- Collaborative and casual work environment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
